[Speed] 50 Mbps Extreme not working in Charleston, SC
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David803sc @ 2nd Nov 03:49PM:
[Speed] 50 Mbps Extreme not working in Charleston, SC
I have the Extreme 50 Mbps internet package, it was working ok, than over the weekend my speed dropped down to 25 to 30 Mbps, also my ping times on the Comcast speed test shows 160 ms + in latency even on the closest server, when I checked my modem, it only shows one down stream channel, I use to have 4 which is what is needed for the package I am subscribed to work properly.
I called tech support yesterday who tested my connection remotely and noted unusually high latency with even higher spikes, and slow download speeds, they setup an appointment for today which was mysteriously cancelled, I emailed the Charleston Office Customer Service Manager and called him but he has not returned my calls yet.
I also emailed and called Chris Tuttle the Charleston office Technical Operations Supervisor, besides being rude and nasty to me on the phone, it was obvious he has no technical expertise when it comes to cable modem technology, I told him my modem is now only showing one downstream channel, when before this weekend I had 4, he said there was no way that I could get 25 Mbps download speeds with only one channel, this is not true DOCSIS 2.0 specs for a single channel are 42.88 Mbps downstream.
DOCSIS 2.0 does not support bonding multiple channels, which is why DOCSIS 3.0 is faster because it does. Mr. Tuttle basically said my modem is lying to me and it is really getting more than one channel and that I should be happy with 25 to 30 Mbps download because Comcast does not garuntee their speeds.
He explained that there is no way I could get 25 to 30 Mbps download with a DOCSIS 3.0 modem and only one downstream channel this is completely not true.
He didn't even give me a chance to talk about the latency on the Comcast speed tests or the latency and slow downloads noted by Comcast own support rep from yesterday.
I have a Motorola eXtreme DOCSIS 3.0 SB6120 cable modem, yesterday I noticed the receive light changed from blue to green, blue indicates DOCSIS 3.0 Bonded Channels, Green indicates a single DOCSIS 2.0 channel, I checked the modem stats by going directly to the modem and they also confirmed only one download channel, so is my modem, the Comcast tech support, and the Comcast Speed tests all lying to me? or is Mr. Tuttle a Comcast Technical Operations Supervisor completely clueless when it comes to Cable Modem technology????
David
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Comcast HSI, Apple Airport Extreme Router, 5GHZ Wireless Network using Time Capsule and an Airport Express, 3.06GHZ iMac with dual 24 inch monitors, MSNTV2, Xbox 360, Apple TV, DISH Network 722 DVR
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DarkLogix @ 2nd Nov 03:59PM:
Re: [Speed] Incompetent Comcast Technical Operations Supervisor
a single D2 channel is able to get as high as 40Mbps (theoretically 45 but cut atleast 5 off for over head and congestion)
so yes Tuttle was clueless
although if your only getting 1 CH then 30 is pretty good as that means theres little congestion
you could post in the direct forum or post the rf stats
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David803sc @ 2nd Nov 04:03PM:
Re: [Speed] Incompetent Comcast Technical Operations Supervisor
said by DarkLogix :
a single D2 channel is able to get as high as 40Mbps (theoretically 45 but cut atleast 5 off for over head and congestion)
so yes Tuttle was clueless
although if your only getting 1 CH then 30 is pretty good as that means theres little congestion
you could post in the direct forum or post the rf stats
I only have Cable Modem service from my modem to the dmarc is a straight home run about 50 feet, from the dmarc to the tap which is all a buried connection is about 40 feet, from the tap to the node is about 1,200 feet also all buried, from their it is fiber to the head end, as far as my stats my recieve is a little high but ok about +8 db to +10 db my SNR is 37db and my upstream signal is 40 dbmv, this is not a signal problem at least from here to the node, there is an underlying system problem either at the node, the head end or in between I believe.
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Comcast HSI, Apple Airport Extreme Router, 5GHZ Wireless Network using Time Capsule and an Airport Express, 3.06GHZ iMac with dual 24 inch monitors, MSNTV2, Xbox 360, Apple TV, DISH Network 722 DVR
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DarkLogix @ 2nd Nov 04:22PM:
Re: [Speed] Incompetent Comcast Technical Operations Supervisor
in that case you should post in the comcast direct forum
they should be able to take care of it
»/forum/comcastdirect
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David803sc @ 2nd Nov 05:21PM:
Re: [Speed] 50 Mbps Extreme not working in Charleston, SC
I just spoke to Mr. Tuttle's Supervisor and he is sending out a tech to do some testing to try to isolate the problem. Mr. Tuttle also called and was very upset that I called the Executive Office about our conversation earlier today, he was chewing me out on the phone when his manager called him, so our conversation was cut off.
His manager did agree that the latency was too high and that the channels may not be bonding, but he told me that he did not believe Mr. Tuttle was rude to me, he seem to blame me by saying I am very "excitable", and yes I am excitable when no one calls me back, when my appointment gets cancelled without notification to me, and when the supervisor calls me and doesn't know what he is talking about and cuts me off when I try to explain, who wouldn't be excitable?
Anyway in the end all I want is someone to acknowledge a problem and correct it, so the service works as it is supposed to, now we are on the right track towards a resolution, I don't think that is asking to much.
David
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Comcast HSI, Apple Airport Extreme Router, 5GHZ Wireless Network using Time Capsule and an Airport Express, 3.06GHZ iMac with dual 24 inch monitors, MSNTV2, Xbox 360, Apple TV, DISH Network 722 DVR
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